Literature Review
Understanding ITIL key processes relationships
The Information Technology Infrastructure Library manages the service
delivery of IT services and support, therefore it can be defined as a
set of best practices to manage the processes in the framework (Boyd,
2005). According to Gartner, the most common mistake organisations make
is confusing these processes with the services, which leads to service
delivery failure (Ecar, 2009). According to Boyd (2005) incidents and
problems are not synonymous. Incidents have an objective to restore a
service / task as quickly as possible and an incident only become a
problem if the first level of support cannot resolve it. Therefore,
problem management reduces the impact of service disruption by
diagnosing the primary cause of an incident. To further understand the
ITIL process relationships we learned that Boyd (2005) states an
incident does not become a problem, but they have a many-to-many
relationship see figure1 below.